Troubleshoot issues with Adobe Connect application for desktop

Know how to troubleshoot issues and errors related to Adobe Connect application for desktop on Windows and Mac.

Adobe Connect offers multiple ways to collaborate and attend remote sessions. You can use the Adobe Connect application for desktop with Windows and Mac OS, and Adobe Connect for mobile in Android and iOS.

Installation, deployment, and download issues

The stand-alone Adobe Connect application replaces the old add-in, and is compatible with Adobe Connect 9 and later versions. However, if you are an Adobe Connect 8 user, continue to use the add-in available at the Downloads and Updates page.

Note:

Close all instances of the application before updating the application. If an instance of the application is open, the installer updates the application when the open instance is closed.

Alternatively, when you attempt to share your screen or a presentation in a meeting in the browser, the browser prompts you to install the application.

To install the application, close all the instances of Adobe Connect and then start the installation.

How can administrators deploy the application?

If you are an administrator, you can silently deploy the Adobe Connect application for desktop using SCCM installation method, to multiple machines in your organization. For more information, see Install application for desktop.

My administrator installed the application on my machine but I cannot locate it.

Once the application is deployed, the users must log out and relogin for the application to be available for use.

How to proceed if installation fails because of download error?

Retry after some time.

If you still cannot install the application, download the offline installer from the Downloads and Updates page. The latter is a self-contained installer that installs the application without downloading any more components from the Internet.

After running the diagnostic test, Chrome does not provide the button to download the Flash Player.

Run the pre-meeting diagnostic test in a different browser.

How do I access the installation logs?

If the download fails, click Email Error Log. In your email client, the installation log file is attached automatically and you can send it to your administrator. Alternatively, you can access the log file directly at %tmp%\Err[SomeString].tmp.log. For example, on Windows 10, the path is C:\Users\[UserName]\AppData\Local\Temp\Err[SomeString].tmp.log.

Usage and meeting launch issues

How do I launch the application?

When you install the application, it creates a desktop shortcut.

If you cannot find the desktop shortcut, you can launch the application from the following installation path:

On Windows, the folder is %appdata%\Adobe\Connect. For example, on Windows 10 the default installation path is C:\Users\[username]\AppData\Roaming\Adobe\Connect.

On Mac, the folder is /Applications/Adobe Connect/ directory for administrators and <HOME>/Applications/Adobe Connect/ for non-administrator users.

I cannot attend Events.

Currently, the application does not accept Adobe Connect Event URLs. Open these URLs in the browser.

I cannot open content uploaded to Content Library.

Currently, the application does not accept Events and Content Library URLs of the following uploaded file types:

PDF

Adobe Presenter hybrid content (HTML and SWF)

All Adobe Captivate content types

Videos (MP4, FLV, and F4V)

MP3

SWF

Courses and curriculums

Open such Content Library URLs in the browser.

The supported content types are:

PPT/PPTx

Adobe Presenter HTML-only and SWF-only

Images (PNG, JPEG, GIF)

HTML

I cannot rid of the application shortcut on my desktop.

The Adobe Connect application for desktop creates a shortcut on the desktop every time it is launched.

On Mac, I just installed the application but a meeting opens only in the browser.

Mac users who have installed the application, are able to access a meeting only in the browser and the freshly installed application does not launch.

Disable Adobe Flash in your browser and re-access the meeting in a browser, to launch the application.

When I access a meeting in Chrome, my application does not open and the workflow is stuck in a loop asking me to install the application.

Via Chrome browser, when opening a meeting in the application for the first time, if you do not associate the application as the handler of the connectpro protocol, then Chrome cannot launch the application. When prompted to associate connectpro protocol with the already installed application on your machine, if you select to not be reminded again then follow these instructions to get the prompt again.

On Windows, at C:\Users\[username]\AppData\Local\Google\Chrome\User Data\Default, open the Preferences file.

Locate the string connectpro in the Preferences file.

Change its value from true to false. That is, change "connectpro":true, to "connectpro":false, and save the file. Alternatively, remove the string "connectpro":true, and save the file.

Even though the application is installed, my browser cannot detect it and does not launch a meeting in the application.

For various reasons a browser may not be able to detect that the application is already installed on your desktop. In this case, it prompts you to install the application again. Follow the on-screen instructions and reinstall the application.